<p>In this role, you lead the charge in delivering exceptional customer service while building a high-performing support team. You're not just managing day-to-day operations-you're shaping the customer experience, improving systems, and driving continuous improvement across the organization.</p> <p>Key Responsibilities:</p> <ul> <li>Lead and support a high-performing team of Customer Service Agents through coaching, training, and performance feedback. </li><li>Partner with production, IT, and fulfillment teams to ensure compliance, system functionality, and timely order processing. </li><li>Act as a subject matter expert in Genysys and other systems, providing technical guidance to agents and external customers. </li><li>Resolve escalations from DataZone, SSC, field teams, and customers with professionalism and urgency. </li><li>Identify trends and recurring issues to inform training and process improvements. </li><li>Assist in Quality Assurance, Workforce Management, and Reporting initiatives. </li><li>Support new hire onboarding, safety training (P.I.E.), and continuous development. </li><li>Recommend and implement process enhancements to reduce inefficiencies and improve KPIs. </li></ul> <p>Qualifications:</p> <ul> <li>3-5 years of experience in Customer Service, Training, or Call Center/Helpdesk environments. </li><li>Strong leadership, communication, and decision-making skills. </li><li>Bilingual proficiency is a plus. </li><li>Experience in auto parts, retail help desk, or technical support preferred. </li><li>Familiarity with eCommerce systems and call center platforms. </li><li>Flexible schedule with availability to work closing shifts as needed. </li></ul>